Job Title:

Remote Bilingual Pharmacy Technician - Home Dialysis Customer Care Job Description This role serves as the primary point of contact for home dialysis customers, delivering exceptional service and support to ensure a positive and consistent customer experience. You will focus on order placement, prescription management, and resolving customer inquiries while collaborating closely with internal teams. The position emphasizes high-quality service, efficiency, and meeting department performance goals in a fully remote, call center-style environment. Responsibilities Process customer orders via telephone accurately and efficiently while ensuring full compliance with pharmacy regulations. Obtain and verify customer information, including prescription details, product quantities, and usage, to ensure safe and accurate fulfillment. Ensure all patient-related interactions comply with HIPAA regulations and protect patient confidentiality at all times. Resolve customer questions, complaints, and service issues by identifying root causes and recommending appropriate, timely solutions. Investigate and track product shipments using tools such as the UPS website and coordinate with the transportation team to provide status updates. Coordinate with internal departments to expedite shipments, release orders, and arrange alternate shipments for back-ordered items to ensure timely delivery. Process customer returns and request customer credits in accordance with company policies and procedures. Collaborate with routing, transportation, sales, and credit & collections teams to resolve customer issues and deliver a cohesive, seamless customer experience. Meet established performance expectations related to quality, adherence, order accuracy, productivity, and service level standards. Adapt to changing business needs, customer requirements, and evolving processes while maintaining a high standard of service. Maintain the ability to work remotely using a reliable high-speed wired internet connection and a compliant home workspace. Support business operations by working a flexible schedule within the Customer Care operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday. Work assigned closing shifts as needed and remain available until all customer calls in the queue have been answered. Handle high call volumes in a call center environment, contributing to a department that manages approximately 2,000 calls per day. Participate fully in remote training, apply learned processes and systems, and transition to taking calls independently after the training period. Essential Skills Active, current pharmacy technician license from one of the following states: Illinois, Indiana, Wisconsin, or Florida. Active national pharmacy technician certification from PTCB or NHA. Fully bilingual in Spanish and English, with strong written and spoken communication in both languages. Minimum of 2-4 years of call center experience in a clinical or pharmacy setting. Proven experience handling high call volumes in a structured call center environment. High school diploma or equivalent GED. Demonstrated ability to provide strong customer and patient engagement with a professional and empathetic demeanor. Excellent written and verbal communication skills, including clear documentation and customer correspondence. Strong attention to detail with a focus on order accuracy, documentation, and compliance. Effective problem-solving, conflict resolution, and organizational skills. Ability to work independently and manage workload in a remote environment. Proficiency with Microsoft 365 tools, including SharePoint and Microsoft Teams. Ability to maintain a HIPAA-compliant home workspace and use a reliable high-speed wired internet connection. Availability to work within the hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday, with flexibility for assigned shifts and closing responsibilities. Additional Skills & Qualifications Associate or bachelor's degree preferred. Experience working with dialysis medications or dialysis patients is highly desirable. Experience supporting home dialysis or chronic kidney care patients is a plus. Experience in fulfillment or pharmacy order entry environments is beneficial. Previous experience in a healthcare-focused customer care or patient support role is an advantage. Demonstrated ability to work effectively under pressure while maintaining a calm, professional, and empathetic demeanor. Strong collaboration skills and comfort working with cross-functional teams such as routing, transportation, sales, and credit & collections. Comfort using web-based tools and portals for shipment tracking and order management. Work Environment This position is 100% remote and operates within a structured, healthcare-focused call center environment supporting home dialysis customers. You will work from your home using a reliable high-speed wired internet connection; hotspot connections are not permitted. A dedicated, private, and HIPAA-compliant workspace is required, and you may not work from public spaces or open room settings to ensure patient confidentiality. The Customer Care operating hours are Monday through Friday, 7:00 a.m. to 6:00 p.m. CST, and you will work an 8-hour shift within this window, typically between 9:00 a.m. and 5:00 p.m. or 10:00 a.m. and 6:00 p.m. Schedules are provided approximately two weeks in advance. Closing shifts require you to remain logged in until all calls in the queue have been answered, which may occasionally extend beyond your scheduled end time. The department handles a high volume of calls, averaging around 2,000 calls per day, so you will work in a fast-paced environment that requires focus, resilience, and consistent professionalism. Training is fully remote, lasts approximately six weeks, and typically runs between 8:00 a.m. and 4:00 p.m. or 8:30 a.m. and 4:30 p.m.; after training, you will begin taking calls independently. You will use Microsoft 365, SharePoint, and Microsoft Teams, along with pharmacy and order management systems, to support customers and collaborate with internal teams. The culture emphasizes patient-centered care, strong customer engagement, teamwork, and continuous improvement in service quality and efficiency. Job Type & Location This is a Contract to Hire position based out of Deerfield, IL. Pay and Benefits The pay range for this position is $20.67 - $21.15/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position.

Application Deadline This position is anticipated to close on Jul 24, 2026. About Actalent Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance:

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.